Governance and Compliance in Customer Service & Experience Training Course

Customer experience has become a regulated activity. Financial, utility, telecoms and health regulators increasingly expect providers to show how complaints are handled, how fees and terms are disclosed and how vulnerable customers are protected, while data protection law governs every recorded call and customer file. Organisations that treat service as a soft skill alone find themselves exposed when a supervisor asks for evidence.

The Governance and Compliance in Customer Service & Experience Training Course gives service and compliance teams a shared framework. It starts with governance structures: policy, accountability, the three lines model and the board's role in conduct oversight. It then works through the obligations that shape service delivery, including fair treatment and disclosure, complaints handling and escalation, service charters and service level commitments, privacy and consent, accessibility and the supervision of third-party and automated channels. Later sessions turn to assurance: call and case quality monitoring, mystery shopping, conduct indicators, trend analysis of complaint data, internal audit of the customer journey and regulatory reporting.

Teaching is workshop-based. Participants map a customer journey for compliance risk, redesign a complaints procedure against ISO 10002, test a sample of case files and draft a conduct risk dashboard that they can take back to their own organisation.

Participants completing the course will be able to:

• Establish a customer experience governance structure with clear policy, ownership and board oversight.
• Identify the legal, regulatory and contractual obligations that apply at each stage of the customer journey.
• Design a complaints handling process aligned with ISO 10002, including escalation and external referral.
• Apply fair treatment, transparent disclosure and vulnerable customer principles to products and service scripts.
• Manage consent, retention and access to customer data held in CRM systems and call recordings.
• Oversee outsourced contact centres, chatbots and automated decisions through contracts, testing and monitoring.
• Measure conduct risk with indicators, quality sampling and complaint root cause analysis.
• Prepare accurate compliance and complaints reports for management, boards and regulators.

The programme brings together the people who own service quality and those who check it:

• Customer experience and customer service managers
• Compliance officers and conduct risk managers in banks, insurers and microfinance institutions
• Complaints handling managers and ombudsman liaison officers
• Contact centre managers and quality assurance analysts
• Internal auditors reviewing customer-facing processes
• Data protection officers supporting front-office teams
• Service charter and citizen service coordinators in public agencies
• Regulatory affairs staff in telecoms, energy and water utilities
• Product managers responsible for customer terms and disclosures

What participants take back to work:

• A customer journey compliance map showing obligations and control owners at each touchpoint.
• A revised complaints handling procedure with timelines, escalation steps and response templates.
• A conduct risk dashboard of indicators ready for management reporting.
• A quality assurance sampling plan for calls, emails and case files.
• A vendor oversight checklist for outsourced contact centres and chatbot providers.
• A short gap analysis of their service charter or published customer commitments.
• A compliance calendar of internal reviews and regulatory reports.

Learning is applied to participants' own service operations through:

• Customer journey mapping workshops using participants' products and channels
• Review of anonymised complaint files and call transcripts against good practice
• Drafting exercises for procedures, response letters and board reports
• Scenario debates on difficult cases such as vulnerable customers and contested refunds
• Small-group development of a conduct risk dashboard
• Peer critique of action plans before the final presentation

On completing all five days and the practical workshops, each participant receives a CPD-accredited Certificate of Completion issued by Vision Reach Global Consultancy.

The journey compliance map, complaints procedure and dashboard produced in class are retained by the participant, giving tangible evidence of applied learning that supervisors and auditors can review.